2010 Best Practices Study

Analysis of Agencies with Revenues Between $10,000,000 and $25,000,000

Mgmt. Perspectives

Service Staff Productivity

Profile

Service Staff is defined in the study as typically non-commissioned employees who are responsible for providing service to the agency’s clients and/or supporting producers in the sale of new business and the retention of existing business. (Some service positions may earn commission income but a majority of their pay is fixed.) Senior level service staff is referred to as Account Executives (AEs) . All others including Account Managers, Customer Service Reps (CSRs), Assistant CSRs, Processors, Claims Specialists, Placers/Marketers, etc. are referred to as Service/Sales Support Staff .

Revenues

Expenses

Profitability

Employee Overview

Service Staff Overview

Producer Info

Average

+25% Profit

+25% Growth

Staff Service Info

Total # of Service Staff:

(as defined above; excludes any TPA service staff)

54.0

50.7

45.0

Technology

% of Peer Agencies Having:

Insurance Carriers

Separate/Dedicated Marketing Department

71.8%

75.0%

40.0%

Appendix

# of Marketing Staff

4.2

4.3

6.1

Separate/Dedicated Claims Department

92.3%

90.0%

90.0%

# of Claims Staff

3.1

3.4

2.4

TPA Service Staff

Average

+25% Profit

+25% Growth

% of Peer Agencies Having: Workers Comp TPA

5.1%

0.0%

10.0%

# of Service Staff

*

*

*

Total TPA Revenues Serviced

*

*

*

Group Benefits TPA

5.1%

0.0%

10.0%

# of Service Staff

*

*

*

Total TPA Revenues Serviced

*

*

*

*Insufficient Data

Average # of Licensed Employees:

78.5

(includes sales and service/support staff)

2010 Best Practices Study

Agencies with Revenues Between $10,000,000 and $25,000,000

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